Returns & Refunds
1. Reporting a problem
If you have inquiries or are dissatisfied with your order, please reach out to our Customer Service Team via email info@lovefrom.co.no. To assist us in addressing your concern, kindly provide your order number, the registered email address, and a description of the issue with your order.
We strive to acknowledge any complaints within 14 days and aim to resolve them within 28 days. In some cases, we may request a photograph of the product to prevent future issues. If necessary, we will guide you on the return process.
2. Returning rejected products
To assert your legal rights in rejecting products, you must initiate their return to us. If the purchase is a gift, kindly send the product to the return address indicated. Please reach out to our Customer Service Team for guidance and further details.
3. Returns and refunds
We will issue a refund for the product's price, including any delivery costs, using the same payment method you originally used. This refund will be processed within 14 days from the moment we receive the product back from you, or if you can provide evidence that you've dispatched the product earlier. In all other instances, if you've decided to change your mind, your refund will be completed within 14 days from the date you inform us of your decision.
4. Customised and personalised cards
If you have a damaged card, kindly reach out to our Customer Service Team at info@lovefrom.co.nz. You have two options for resolution: either return the item to us within three days of receiving it, or provide us with a photo of the damaged item before sending it back.
In the event that you qualify for a refund, we will reimburse the amount you paid for the product(s) to the original credit or debit card used for the purchase. Alternatively, if applicable, we may offer to reprint and resend the item at no additional cost. Please be aware that our policy does not allow for both a refund and a resend for the same order.
Please note that refunds cannot be issued if the issue is a result of your actions, such as product misuse, misspelt personalisation, or if you uploaded a low-resolution or small-sized image.
In cases of damaged cards, we will typically request clear photographs that clearly depict the problem. This helps us identify any system or courier issues. It is crucial to contact us as soon as possible regarding any order or product-related issues. We require notification within three days of delivery to ensure the best chance of effectively addressing the problem.
5. Payment for the costs of return
We will cover the return expenses in the following scenarios: if the products are defective or inaccurately described; if you are terminating the contract due to our notification of an upcoming change to the product or terms, pricing or description errors, delivery delays caused by events beyond our control, or because you have a legal entitlement to do so as a result of our wrongdoing; or if we have issued a product recall.